Duke Energy customers can file a formal complaint with the state Utilities Commission over the recent blackout in east Durham, but will have to pursue monetary damages in court, according to North Carolina law.
Nearly 12,000 customers lost power for 35 hours in freezing temperatures after a work crew damaged equipment at a substation earlier this week. Restaurants and businesses closed; Durham City-County emergency management officials opened an emergency shelter for residents without electricity because of the outage. The power went out Wednesday afternoon and was restored Friday morning.
The Public Staff of the Utilities Commission has received 19 complaints from customers related to outage, according to Public Staff Executive Director Chris Ayers. However, Ayers told Newsline that complaints his office receives are considered “informal and are mediated to the extent possible.”
The Public Staff represents consumers and the public in matters before the Utilities Commission. It is an independent agency and not subject to the commission’s supervision.
Formal complaints are filed by customers directly with the Utilities Commission. As of Friday afternoon, no formal complaints had been filed related to the outage, Ayers said.
The Utilities Commission is authorized to financially penalize Duke Energy, but not to award damages to residents or business owners.